B1 - Client Manager - Glasgow
B1 - Client Manager - Glasgow
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Job Description
This Client Manager campaign is to recruit for Case Managers and Client Experience Officers within Social Security Scotland.
Client Services Delivery is the operational division within Social Security Scotland that ensures clients receive the financial support they are entitled to via devolved grants and benefits. Working in Client Services Delivery requires flexibility and is demand driven therefore may involve working in different benefit areas at different times.
These roles require strong organisational skills to manage a complex caseload along with excellent communication abilities to engage effectively with clients whether gathering information to support benefit applications or explaining decision outcomes. As a Case Manager or Client Experience Officer you will play a key role in delivering timely accurate decisions while upholding our values of dignity fairness and respect.
Most of your time will be spent reviewing application forms and making award decisions. Attention to detail is essential to ensure decisions are accurate and clearly communicated. You will be working in a performance driven environment focused on delivering a high-quality service to clients.
In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation delivering benefits to the people of Scotland being part of the profession recognises the important role you will undertake.
Strong IT skills and familiarity with Microsoft packages are required to manage your workload effectively and support accurate decision-making.
Responsibilities
The successful candidates will demonstrate flexibility be comfortable in a changing environment and enjoy working collaboratively to identify opportunities for improvements exploring new ideas and solutions.
Heres what you will be doing:
- All Client Managers will have decision making responsibility related to the assessment of benefit applications.
- You will work at pace and care about the detail as you will assess new applications case reviews and redeterminations/appeals to determine if further information or evidence is required to allow you to make a decision.
- You will handle all sensitive and personal information confidentially and with care adhering to data protection guidelines and policy.
- You will ensure that timely and accurate decisions are made effectively managing a client caseload and related tasks ensuring key work objectives and performance expectations are met.
- You will be an excellent communicator as you will be expected to speak to clients over telephone or in writing whilst deciding on their case or explaining the outcome of applications redeterminations and appeals.
- You may be required to review decisions made on cases to ensure clients are treated fairly given the correct outcomes and explaining complex cases simply and clearly.
- Working with colleagues you will look at ways to continuously improve the service and encourage others to be curious and help them maximise the contribution they make.
- You will have IT skills and be familiar with Microsoft packages such as Word and Excel.
Qualifications
Success Profiles
We use an assessment framework called Success Profiles which lists the elements we test and provides detailed descriptions of each. Find out more about how we assess the Success Profile elements.
Experience:
Operational/delivery experience of Social Security Scotland benefits is essential.
Behaviours:
Making effective decisions (Level 2)
Communicating and influencing (Level 2)
Managing a quality service (Level 2)
Delivering at pace (Level 2)
You can find out more about Success Profiles Behaviours here.
How to Apply
Apply online you must provide a CV and a Supporting Statement(of no more than 1000 words) demonstrating how you meet the experience and behaviours outlined above.
Should a large number of applications be received an initial sift may be conducted using the CV and personal statement on the first Behaviour which is Making effective decisions.
If shortlisted you will be invited for further assessment which will include an interview and presentation.
We aim to provide feedback on request. However if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Information Session
We are holding a candidate information session for this role to provide you with information about the application and interview process as well as further information on the role and team.
We will be talking about:
The Client Managerrole
Our recruitment process
Q&A with the hiring manager and resourcing team
Please join us using the link below to find out more about the role.
The sessions will be held on:
Wednesday 3rdSeptember at 9:30 10:30 Join the meeting now
Monday 8th September at 12:00 13:00 -Join the meeting now
Tuesday 9th September at 18:00 19:00 -Join the meeting now
Friday 12th September at 13:00 14:00 -Join the meeting now
Expected Timeline (subject to change)
Sift w/c 15th September 2025
Interview w/c 13th October 2025
Training Requirements
You will receive full and comprehensive training which will be a mixture of at home and in office learning. The mandatory training period is full time (Monday to Friday) and therefore successful candidates would be required to make themselves available for this period prior to commencing agreed alternative working patterns for consolidation after training.
Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.
As part of theUK Civil Service we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in one of our Social Security Scotland offices. There is an expectation of a minimum 2 days per week in your assigned location which will be 220 High Street Glasgow for this position.
If you have specific questions about the role you are applying for please contactus.
Equality Statement
Social Security Scotland are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process please contact us at
Find out more about our commitment todiversityand how we offer support andrecruitment adjustmentsfor anyone who needs them.
Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland or the broader Scottish Government.
Find out more about our organisation what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
If you experience any difficulties accessing our website or completing the online application form please contact the Resourcing Team via
Apply before: Monday 15th September at 23:55
Contact Name: Resourcing Team
Contact E-Mail:
Required Experience:
Manager
Employment Type
Full Time
